Technical Support Specialist - Waller, United States - Daikin Group

Description

Provide prompt and courteous responses to calls coming into the Technical Support Center hotline
Provide pre and post-sales technical support via telephone and email
Assist Reps, Distributors, and Contractors in troubleshooting and in the application of Daikin equipment, connection ratio, capacity de-rates, and equipment selection
May conduct virtual modeling for troubleshooting and provide resolution
Log all calls and incidents into the CRM module to track information by customer, model number, and project
Upon request, provide information such as submittal drawings, wiring diagrams, capacity tables, clearances, piping recommendations based on piping rules, or other information as published in Daikin's equipment literature
Assist the Manager in the distribution of requests for field visits and training to the appropriate Daikin Service Representative
Follow up on customer inquiries to ensure job completion and job satisfaction
Provide selection software support
Perform additional projects/duties to support ongoing business needs

Nature & Scope:
Applies practical knowledge of job area typically obtained through advanced education and work experience
Encouraged to seek continuous improvements
Performs a range of mainly straightforward assignments
Works independently with general supervision
Problems faced are difficult but not typically complex

Knowledge & Skills:
Excellent communication and interpersonal skills to interact effectively with diverse client group
Ability to troubleshoot in-depth service issues via phone
Ability to read, analyze, and interpret technical business periodicals, professional journals, and technical procedures
Ability to write reports, business correspondence, and procedure manuals
Ability to read and edit technical drawings/prints
Ability to effectively present information and respond to questions from management, clients, and customers
Ability to work in a technically dominated environment: engineering, contracting, and construction. Trades and ability to absorb and commit technical information to knowledge quickly
Ability to anticipate and solve practical problems and resolve issues
Self-starter with the ability to work both independently and within a team
Ability to effectively communicate ideas and properly describe problems and solutions
Ability to effectively handle multiple tasks, time management, and prioritization skills
Well-developed planning, organization, analytical, and decision-making skills
Proficient computer skills, such as Excel and PowerPoint, Word (MS Office)
Ability to produce clear, timely, and concise documentation and have well-developed problem-solving skills
Ability to apply good judgment, strong work ethic, and integrity on the job

Experience:
3-5 years of experience in the HVAC field or a technical support role


Education:
High School Diploma or GED Equivalent
Vocational Certification / Degree preferred

Physical Requirements/Work Environment:
Must be able to perform essential responsibilities with or without reasonable accommodations
Required regularly to sit, talk, and listen
Required to stand, walk, use hands to pick up, handle or feel and reach with arms
Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary
Must be able to travel on business occasionally or work beyond normal work hours as necessary
Must be able to lift boxes and/or equipment of up to 30 pounds
Working Conditions –noise level in the work environment is usually quiet to moderate
Qualified Applicants must be legally authorized for employment in the United States.

Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law.

The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

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